One of my main print suppliers offers white label dispatch, which is great for me as I place an order and goes direct to my customers, saving time and money.
One order recently was delivered to my customer and wasn't up to the quality. There was no artwork issue, and it was clearly a printing error. These were business cards, which were all white and finished with a gloss laminate. The issue was most of the cards had black ink marks all over them like a pen had burst in the box.
My suppliers condition is that the whole job is returned to them so they can investigate the print issue and then they can deceide if a reprint should be issued. I got a reprint and was issued directly to my customer again.
So my issue is, because of the white label dispatch my customer had to post the cards back to me (which i reimbursed them there psotage costs) and then I had to pay to post to my print supplier. I was told verbally over the phone that my postage costs would be refunded to reasonable cost. So me and my customers cost would be refunded which amounted to £15 approx. Two months on from the original order date I have still not had my £15 postage costs refunded.
So my questions is where do I stand with this as obviously its my supplier that has messed up and has caused me a loss due to me refunding my customers postage cost and all my own costs. Would like points of view if you are a print supplier and also if you buy print too, how would you feel and how would you deal with this? and where do I stand in terms of consumer rights?
Any help and advice would be greatly appreciated. Thanks
One order recently was delivered to my customer and wasn't up to the quality. There was no artwork issue, and it was clearly a printing error. These were business cards, which were all white and finished with a gloss laminate. The issue was most of the cards had black ink marks all over them like a pen had burst in the box.
My suppliers condition is that the whole job is returned to them so they can investigate the print issue and then they can deceide if a reprint should be issued. I got a reprint and was issued directly to my customer again.
So my issue is, because of the white label dispatch my customer had to post the cards back to me (which i reimbursed them there psotage costs) and then I had to pay to post to my print supplier. I was told verbally over the phone that my postage costs would be refunded to reasonable cost. So me and my customers cost would be refunded which amounted to £15 approx. Two months on from the original order date I have still not had my £15 postage costs refunded.
So my questions is where do I stand with this as obviously its my supplier that has messed up and has caused me a loss due to me refunding my customers postage cost and all my own costs. Would like points of view if you are a print supplier and also if you buy print too, how would you feel and how would you deal with this? and where do I stand in terms of consumer rights?
Any help and advice would be greatly appreciated. Thanks
